T-Mobile cancelled my emergency phone, took all my credit and won't give the money back

I had a T-Mobile pay-as-you-go to use for emergency, which I topped up with £10.

I did not use the phone for more than 180 days, as I did not need to.

When I realised T-Mobile has already cancelled the phone and has taken the £10.

Outrage: How can T-Mobile cancel my phone and keep the credit? (Picture posed by model)

I complained but I was told that they took the money as I didn’t use the phone.

I think they have the right to cancel the phone but they have no right to take my money. How do I get it back?K.B, Surrey

Tara Evans, from This is Money, replies: It’s ironic, isn’t it? You buy a phone and top it up with credit to use in an emergency and then when you need it, you find out it has been cancelled because you didn’t use it.

Thanks to a This is Money intervention T-Mobile has returned the money to your account.

The phone provider says that the reason this happened is because of its terms and conditions.

If a pay-as-you-go customer doesn’t make a call, text or use data for 180 the account is put into hibernation and any remaining credit expires.

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T-Mobile said that it also informs customers by text message to let them know it has happened and it is in line with standard industry practice.

Obviously, this is not particularly helpful with an emergency phone that you are not using.

For those who do have emergency phones it may be wise to switch it on once a month and send a text to ensure it remains active.

T-Mobile did not initially return your money, it was only when we stepped in that it did.

Thankfully you have your money back, and while it may seem a small amount you were concerned about the ‘principle’.

Your story does serve as a warning to other pay-as-you-go customers that credit and accounts do expire if they’re not used.

A spokesman from T-Mobile said: ‘We’re sorry for any inconvenience . As set out in our Pay As You Go terms and conditions, if a phone is unused for 180 days, the mobile number and any remaining credit expires.

'Two text messages are sent to the customer well in advance to inform them this will happen.’